Sabir Khan

Hor Al Ainz Dubai U.A.E.Mobile: 0555973626Sabirkhan25@yahoo.comFather’s Name: Sultan Khan DOB: July, 25, 1984 Religion: Islam Nationality: Pakistani Marital Status: Married

Customer Service Representative/6 Years’ Experience in Call CenterPolished, Professional Customer Service Representative Offering:

Six years of experience providing customer support in busy call center

environment for Telecommunication industry employers.

An unwavering commitment to customer service, with the ability to build

productive relationships, resolve complex issues and win customer loyalty.

Strategic-relationship/partnership-building skills, listen attentively, solve problems

creatively, use tact and diplomacy to find common ground and achieve win-win

outcomes

Inbound Call Center ExperienceCustomer Service Representative16/11/2009-28/10/2015, ZONG China Mobile COMPANY, Pakistan

Handle customer inquiries, complaints, billing questions and payment extension/service

requests. Calm angry callers, repair trust, locate resources for problem resolution and

design best-option solutions. Interface daily with internal partners in accounting, field

services, new business, operations and consumer affairs.

Key Accomplishments:

Managed a high-volume workload within a deadline-driven environment.

Resolved an average of 200 inquiries in any given day and consistently met

performance benchmarks in all areas (speed, accuracy, volume).

Become the lead “go-to” person for new representative and particularly

challenging calls as one of the company’s primary trainers of new and

established employees.

Helped company attain the highest customer service ratings (as determined by

external auditors).

Earned 100% marks in all categories including communication skills, listening

skills, problem resolution and politeness.

Officially commended for initiative, enthusiasm, tenacity, persuasiveness, intense

customer focus and dependability in performance evaluations.

Completed voluntary customer service training to learn ways to enhance

customer satisfaction and improve productivity.

Outbound Call Center Experience

2 Years’ experience in Outbound Call Center Sales DepartmentMake outbound calls to existing customers, recommend them product upgrades, renewals, add-ons and new purchases. We make calls to our existing customers to encourage them for using internet services in their Mobiles and Notebooks

Key Accomplishment:

Contact business and private individuals by phone Deliver prepaid sales scripts to persuade potential customer to purchase a

product or service Respond to questions Identify and overcome objections Take the customer through the sales process Obtain customer information Obtain possible customer leads Maintain customer/ potential customer data bases Follow up on initial contacts Complete records of telephonic interactions, orders and accounts

Customer Experience Management Department Experience

1 Year experience in Customer Experience Management Department (CEM).Make calls to existing and new customers to take surveys, gather data from customers, make analysis and send to the respective department for action.

Benefits of CEM:

Before the launch of new products we CEM department check it for error and identify errors and make it errors free before launch

Calculate the impact of network problems on customers Solve network issues before the customer’s complaint Helpful to make new products that can meet customers need and wants

Best Performance Awards:

Best Team of the Month November, 2010 Best Team of the Year 2011 Outstanding Performance in the Month of April, 2012 Outstanding Performance in the Month of May,2012 Outstanding Performance in the Month of November,2012 Outstanding Performance in the Month of January, 2013

Trainings

Customer Service Skills Training

Completed 2-days modules of customer service training. Topics included how to:

Greet transfer and hold calls

Build rapport, listen, clarify and manage conversational flow

Manage upset customers, conflicts and challenging situations

Education

2007-2009, COMSATS Institute of Information Technology, Pakistan

Master In Business Administration (MBA, Finance)

3.2/4 CGPA

2005-2007, University Of Agriculture, Faisalabad, Pakistan

B.COM.

First Division

SkillsSkill Name Skill Level Last Used/Experience Customer Service Expert Currently used/6 years

Call Center Service Operations

Expert Currently used/6 years

Dispute Resolution Expert Currently used/6 years

Sales Lead Generation Expert Currently used/6 years

Data Entry Expert Currently used/6 years

Multiline Phone Use Expert Currently used/6 years

MS Word, Excel and Access Intermediate Currently used/6 years

Additional Information

Willing to relocate Willing to travel